Descrierea jobului: 

> Provides phone support by answering inbound customer requests or inquiries concerning services, products, equipment and billing;
> Research, locate and provide accurate information with a solution-oriented mindset;
> Triage, troubleshoot and resolve known service issues and address routine customer questions;
> Examine and research complex problems and assist customers with appropriate solutions based on existing procedures;
> Provide inbound/ outbound calls based on request / process requirements;
> Perform upselling / cross-selling activities as per the Client need;
> Track a large number of client interactions and needs without compromising the quality of service;
> Demonstrate sensitivity towards customer needs;
> Report in due time to all relevant internal parties (TL, TM, SME, QA, Trainer, Manager on Duty) - any roadblocks / technical issues in delivering the service at the highest standards;
> Continuously look for areas of improvement and communicate trends in customer calls to leadership as applicable;
> Adapt to different cultural values and pursue improving cultural-specific interpersonal skills; Mentor, guide and proactively transfer knowledge, while promoting only the best practices, to less experienced CSR staff.

> Work Schedule: 24/7

Cerinte:

> High School Diploma (Bachelor’s Degree in economy constitutes and advantage);
> Advanced level of English C1;
> 1-year of previous experience in a similar position;
> PC literate and basic know-how about the Microsoft Office tools;
> Proven excellent communication skills;
> Previous experience in technical support or in a high volume, fast paced customer service or call center environment (constitutes an advantage);
> Technically minded – good know-how and understanding of telecommunication consumer products;
> Logical approach – able to deduce and diagnose issues based on minimal input;
> Must demonstrate strong soft skills and maintain a professional approach under any difficult situation;
> Must be able to work under pressure and have a flexible approach;
> Cultural sensitivity – possess and assimilate cultural differences and adapt to different cultural demands.

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